IS THE PHARMACIST-PATIENT RELATIONSHIP FAILING?

Published Online: Sunday, October 1, 2006

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A consumer survey revealed that pharmacies may be missing
an opportunity to bond with patients. Although consumers
reported that they trust their pharmacist as a source of information
on medications, <1 of 4 actually talked with the pharmacist
when last filling a prescription.

The survey, conducted by WilsonRx Reports, found that a
majority of retail pharmacies are not promoting pharmacist
interactiona key factor in creating loyal customers. "Pharmacists
are uniquely positioned to provide patient education
and counseling, yet few take advantage of the opportunity," said
pharmacist Jim Wilson, president of Wilson Health Information,
which released the survey results.

The disadvantage, he said, "is that consumers may be missing
the chance to develop relationships with their pharmacists and
learn more about their medications and proper use. Customers
are more satisfied and more loyal to their pharmacy, and more
likely to take their medications as prescribed, if they speak to
their pharmacist."

Of the 68,721 household consumers polled, 48% said they use
>1 pharmacy to fill their prescriptions. Among the respondents
who use mail order for their prescriptions, 70% reported they
probably or definitely would switch to their local pharmacy if the
amount and price of the product were the same.

The survey also indicated that pharmacy chains continue to be
the most often used source of prescriptions, followed by mail, independent,
food store, mass merchant, and clinic pharmacies.